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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 14 )

Updated On: 17-Feb-2026
Page 14 of 73
PDF with 355 Questions

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

  1. Web-to-Case
  2. Email-to-Case
  3. Salesforce for Outlook
  4. On-Demand Email-to-Case

Answer(s): B



Which solution can be used to improve call deflection?

  1. Knowledge base
  2. Community forum
  3. Assignment rules
  4. Web chat
  5. Case routing

Answer(s): D



What are two benefits of deploying Knowledge in Customer Communities?

  1. Reduces incoming call volume
  2. Replaces the need for an email channel
  3. Eliminates tracking of customer entitlements
  4. Uncovers gap in the knowledge base

Answer(s): A,B



Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.

What approach should a consultant recommend to meet these requirements?

  1. Configure Case Escalation Rules.
  2. Define Entitlement and Milestones.
  3. Use Process Builder with Scheduled Actions
  4. Enable Omni-Channel Routing.

Answer(s): B



A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? (Choose 2)

  1. Enable Work Orders.
  2. Create an Entitlement Process.
  3. Set up Milestones.
  4. Configure Service Contracts.

Answer(s): B,C






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